Job Description
About the Role
The Technical Support Team Lead is responsible for overseeing the day-to-day operations of the technical support team while actively contributing as a senior support resource. The role focuses on driving operational excellence, mentoring team members, managing escalations, and ensuring high levels of customer satisfaction through effective performance management and continuous process improvement.
Responsibilities
• Oversee daily operations of the technical support team and ensure adherence to SLAs
• Act as the primary point of contact for technical and customer escalations
• Mentor, coach, and train technical support engineers to improve performance and skill depth
• Track and report on team SLAs, performance metrics, and operational KPIs
• Monitor and analyze key metrics including NPS, CSAT, FCR, AHT, and productivity
• Assess support interactions against defin...